Share articles across multiple brand accounts

We handle a few different brands via Zendesk through different Zendesk accounts. The product/service offered by the different brands is the exact same. Due to the similarities, we often have same exact articles/FAQs across the different brands with only the brand names changed.

Currently, this requires us to create separate articles and keep them updated separately. As a step 1 improvement, it would be very convenient to have the ability to share articles across our Zendesk accounts.

2: Updating article in one account (main hub) and having the ability to sync the changes across other Zendesk accounts would also be helpful.

3: Being able to identify the "brand name" within the article and dynamically change the brand name when an article is posted across different Zendesk accounts.

Max - This is what I was hoping would be part of the Multibrand launch as the ticket sharing was already handled via hub/spoke model. I believe someone else had this request here, but along with some other ones that may be addressed already.

We've heard this request many times, yes. We're completely aware of how difficult it is to manage multiple Help Centers and their content, even if you aren't creating duplicate content. That said, we don't believe Hub & Spoke accurately addressed the needs of creating and maintaining multiple brands, which is why we've built a true solution now, rather than a workaround based on ticket sharing. We will continue to develop Zendesk solutions for making this easier.

Well this for one. I we sell a hardware and software solution to clients. So roughly 50% of our help articles are related to the hardware itself and then another 25% could overlap on the software. So really just 25% are custom that would require a Brand. So instead we have Sections that are restricted by domain rather then the brand. Which works. I would love to move over but quite a bit of work will be needed as we would have about 5 brands and that would require a lot of duplication.

we are trying to do the opposite - going away from multiple brand back to one single brand. But shutting down a brand means loosing all help center articles which would be a mess. Is there a way to move article, sections or basically everything from one brand to another?

We have multiple brands that often have the same article, but may have a product name in it. Would be nice to be able to create the article once and select the different brands it should be posted to. There should be conditional text that we can use within an article that when the article is published to a certain brand, that the brand name appears. So if <brand 1> is in the article when written, when published that text is replaced with the actual brand name. Now we have to create these articles individually for each brand. And if the article needs to be updated, again, we have to go to each brand help center and make the change to the article. Would be easier to change once and have it automatically updated in each brand.

We offer a SaaS product to multiple clients. We need to be able to extend our support beyond our direct clients (which would be our brand) to help our clients' customers, too, and this would require Multibrand.

Most of our help articles will be the same (guides, how-tos, etc.), so we'd like to be able to manage this without duplicating articles and creating a management nightmare (i.e. when something changes and we have to find all duplicated instances).

My company could also really use these features. Our solution gets white labeled and so the support sites need to have articles that span all brands, and some that are brand specific, with a variable that changes based on the brand. Like:

Likewise, the inability to manage articles across brands is a major stumbling block in our workflow and the biggest challenge we've faced in implementing Zendesk.

Having to manually move and update articles (as well as custom themes and other guide settings) adds significant overhead to our maintenance with each new brand we add. We don't think this is a sustainable solution as we continue to grow.

This is a core feature based on the description of why there is a need from all the posters on the multiple threads about multibrand content management (copy, clone, etc). Is there any aftermarket apps in the marketplace that address this critical need? Is there some API limitation that would prevent a 3rd party from creating such a tool?

I don't know of any apps off the top of my head. A quick search through the Zendesk App Marketplace didn't turn up any such thing.

As far as the API question, I am not enough of an expert in that area to know of the limitations. I believe a 3rd party could make such a tool. Our product team is currently working on some functionality around being able to publish to multiple Help Centers and that sort of thing, so I don't know if it would make sense for someone else to jump in and build that functionality at this point in time or not.

I outlined my use case in a ticket (#3753127) but the short and sweet is that we have two different audiences who need two different support forms, both in our app and in the portal, but both need the same Help Center articles. We could potentially add more articles to one brand but most would be the same. We have one person maintaining all articles at the moment, so maintaining two virtually identical brands is cumbersome to say the least. It would be helpful to be able to select multiple brands to publish to when creating an article.

We are looking forward to have multiple brands in our Zendesk instance which is almost 60% covering similar products so it is very much needed to have GUIDE-KB shared between this brands(Single copy to be used by both) rather than copy/pasting…

This is the biggest challenge we'are facing to get our full support team on board to Zendesk;

I'm amazed that this doesn't exist. Having to maintain articles in multiple locations is very difficult and often leads to something being missed. Each article should have the option of brands to be displayed for as a multiselect for any brand in your instance of ZD, as well as an option for all brands so that those articles are automatically added for any new brands that may come along.

We manage a whole bunch of different brands under the same Zendesk account. Being able to share articles across multiple brands would amount to a good deal of time savings for us too. It would be cool to see it soon :)

We desperately need this feature as well! We have Guide Enterprise and support many web-based platforms that share identical features and functionality, but are simply branded differently with different sets of content for our end users. Having to manually copy and paste the same article 6-8 times into various Guide brands is a huge waste of time and not maintainable by our staff.

We are doing research around various customer needs related to how they might user variables (sometimes called placeholders) in Guide Content. Specifically we'd like to hear more about how you and your organisation would use features like: Frequently used names, contextual information, placeholders and formatted snippets, inline images, etc.